Wanting to be the best of three contact centres utilised by a large client, InfoCision, a US call centre operator, examined call arrival patterns and discovered that the client's audience had higher than average wait times. The firm thought that because callers had shown high interest in the product by waiting longer, they would convert…

BPIR Categories

6.4.1 Improve process/service performance
14.3.2 Implement an improvement approach/method/technique

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